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ConEdison-04

How Con Edison Weathers  New York City Social Storms 

17%

Positive Sentiment Conversion

44%

Reduction Avg. Handling Time

77%

Reduction First Response Time

In January of 2016, New York City was brought to a stand still as Storm Jonas dropped 30.5 inches of snow over the five boroughs. Like most cases where Mother Nature unleashes her fury, utilities are often put in crisis mode to prepare for the unexpected so their customers remain informed, safe and taken care of. “Unforeseen circumstances” make it even more important for utilities to be proactive over social–rather than reactive, especially when considering disruptions to services. Utilities must embrace a #SocialFirst approach.

Con Edison is New York City’s preferred electricity provider and they did everything they could to prepare for the incoming "snowpocalypse", as it was dubbed across social media at the time. Among the many preparedness steps they took was to fully staff their team of social media customer service agents

Challenges

Dealing with increased volumes: Much like the clean up effort, Con Edison experienced an even greater increase in inbound service request volumes after Storm Jonas; mostly due to manhole fires and other consequences of the melting snow and salt.

Being where your customers are: Con Edison is consistently looking for ways to be as responsive as possible and provide information to their customers; and communicate with them through
the social messaging channels they prefer.

Making digital care teams accountable: for improving customer satisfaction:  Con Edison needed to  approach customers with a more welcoming, casual tone with a medium that is more personalized than traditional channels like email.

Platform Features Used

Social Messaging
Twitter Direct Messaging (DM)
Twitter Proactive Search
Prioritization Engine
Resolution Management

About Con Edison

Consolidated Edison, Inc. (NYSE: ED) is one of the nation's largest investor-owned energy-delivery companies, with approximately $12 billion in annual revenues and $50 billion in assets. The company provides a wide range of energy-related products and services to its customers through the following subsidiaries: Consolidated Edison Company of New York, Inc., a regulated utility providing electric, gas and steam service in New York City and Westchester County, New York. Founded in 1823 as the New York Gas Light company, Con Ed's electric, gas, and steam service provides energy for more than 10 million people who live in the New York City metropolitan area.

Industry
Utilities
Location
New York City, US
“Social media is an efficient and effective tool that helps us assist our customers. During emergencies, we proactively offer customers information, safety tips and keep them updated on restoration efforts. This increases trust and transparency in our brand and enhances the customer's experience.”

Michael Falanga

Customer Operations Manager

ConEd-title-image

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Con Edison’s Solution

Real-time Resolution: Conversocial’s prioritization engine allowed Con Edison to prioritize messaging conversations needing an immediate response, specifically prioritizing private messaging conversations over public social posts. With efficient workflow tailored to the asynchronous nature of messaging, this allowed Con Edison'sCustomer Service Representatives to be responsive to customers who were communicating in real-time via mobile messaging platforms like Messenger or Twitter Direct Messages, as well as escalate originating outage reports coming in from social channels to internal and ground teams quickly.

Diversified Agent Training: Since implementing Conversocial, Con Edison are now more prepared for volume surges, especially at a time of crisis. With a built-in approval process, they have scaled their team of Customer Service Representatives bringing their team from 3 to 5 members for daytime coverage, while mixing the need for supervisors.

NLP and Proactive Searches: Con Edison leveraged Conversocial's Proactive Twitter search to pull in conversations that don't directly mention the brand handle (ConEd, Consolidated Edison etc). This provides an early warning system, allowing Con Edison to tune into sentiment and chatter around gas leaks, outages and blackouts. Resulting in a proactive approach to informing customers in affected areas.

Results

A team spread out between three different locations coordinated and collaborated to provide speedy service in one of the most densely populated cities in the US. During the height of the storm, power outage was the most common Customer Service Issue that their online team received. Sentiment analysis revealed that, out of the power outage conversations that started negative, Con Edison was able to convert 17% to positive.

  • 172%
    Increase in inbound conversation volume
  • 42%
    Reduction in Average Handling Time
  • 77%
    Reduction in First Response Time
  • 17%
    Positive Sentiment Conversion

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